Operational Standards & Customer Experience Lead

XC Trains Limited; Birmingham; On-site; GBP 70,000 - 90,000; Full time

Job summary

XC Trains Limited is seeking an Operational and Customer Standards Manager in Birmingham to lead the development and embedding of operational standards across our fleet and customer service functions. You will shape standards using operational insight, performance data and stakeholder feedback, ensuring practical and consistent application in real-world operations.

The role requires credibility in railway operations, strong leadership, and the ability to turn complex requirements into clear

Responsibilities

• Lead the development and embedding of operational standards for service delivery, station management and frontline conduct.
• Act as Professional Head of Operational Standards, supporting continuous improvement in operational safety and customer experience.
• Work collaboratively with Operations, Control, Fleet, Safety, HR and Learning & Development to make standards practical, understood and consistently applied.
• Use audits, performance measures, service quality reviews and customer feedback to identify improvement opportunities.
• Take a whole-system view of safety and operational performance, balancing primary risks with secondary or less visible risks that could create unintended consequences.
• Champion smarter ways of working, using pragmatic judgement, innovation and fresh perspective to achieve the intent of standards without unnecessary complexity.
• Prepare meaningful dashboards, reports and trend reviews that turn data into actionable insight.
• Lead through people by setting clear direction, creating shared ownership, supporting colleagues and maintaining momentum.
• Represent CrossCountry in forums focused on operational excellence, service quality, customer experience and passenger rights.

Skills

Railway operations

Analytical mindset

Data-driven

Stakeholder engagement

Leadership

Collaborative

Problem solving

Job description

XC Trains Limited is seeking an Operational and Customer Standards Manager in Birmingham to lead the development and embedding of operational standards across our fleet and customer service functions. You will shape standards using operational insight, performance data and stakeholder feedback, ensuring practical and consistent application in real-world operations.

The role requires credibility in railway operations, strong leadership, and the ability to turn complex requirements into clear